Franchise Relations & Support Specialist

Socket.dev; Richardson (TX); Hybrid; USD 52,000 - 78,000; Full time

Job summary

GBC Food Services, LLC is seeking a Franchise Relations Specialist to act as the primary liaison between GBC Food Services and its franchise partners in a call center environment, handling inbound and outbound support, triage of issues, and SLA adherence.

This role documents, prioritizes, and resolves or escalates franchisee concerns, coordinating across Operations, Supply Chain, IT, and Marketing to drive timely resolutions and strengthen partner relationships.

Qualifications

• 3+ years in customer support or call center operations
• Experience with SLAs, ticketing systems, and escalation procedures
• Bilingual or multilingual in Chin and/or Burmese strongly preferred

Responsibilities

• Respond promptly to inbound franchisee inquiries via phone, email, and ticketing system within SLA guidelines.
• Conduct outbound calls to franchisees for case follow-ups, operational guidance, education, or information gathering.
• Manage and maintain all support tickets with thorough documentation, prioritization, and routing.
• Deliver organizational updates to franchisees, including policy changes and product launches.
• Act as a liaison between franchisees and internal teams to ensure timely resolution of issues.
• Escalate urgent or complex issues to leadership and maintain transparent communication.
• Monitor SLA performance and follow up to prevent service delays.
• Identify patterns of recurring concerns and escalate for systemic improvement.
• Support franchisee onboarding by communicating tools, resources, and expectations.
• Participate in internal operations meetings to report trends and gaps.

Skills

Customer service

Interpersonal communication

Time management

Multitasking

Cross-functional collaboration

Education

Bachelors or Associate in Business/Communications/Hospitality

Tools

Zendesk

Salesforce Service Cloud

Microsoft Office

Job description

GBC Food Services, LLC is seeking a Franchise Relations Specialist to act as the primary liaison between GBC Food Services and its franchise partners in a call center environment, handling inbound and outbound support, triage of issues, and SLA adherence.

This role documents, prioritizes, and resolves or escalates franchisee concerns, coordinating across Operations, Supply Chain, IT, and Marketing to drive timely resolutions and strengthen partner relationships.